Customer Service Specialist

TekWissen • Boise, ID

9d • Onsite

About The Position

The Customer Service Specialist is responsible for resolving self-pay accounts. They answer incoming calls from patients or their representatives, respond to inquiries, handle complaints, troubleshoot problems, collect patient balances, and provide relevant information while maintaining strong working relationships with patients, guarantors, and business office departments.

Requirements

• Minimum 2 years of experience in a call center, customer service, collections, healthcare customer service, or revenue cycle environment.
• Demonstrated ability to process information quickly, accurately, and efficiently.
• Experience working in a metrics-driven environment focused equally on productivity, quality, and customer experience.
• Ability to thrive in a fast-paced environment without sacrificing accuracy or quality.

Nice To Haves

• Healthcare Revenue Cycle Operations or Patient Financial Services experience.
• Experience with Epic systems, particularly within Revenue Cycle, Customer Service, or Support functions.
• Medical billing or healthcare collections experience.

Responsibilities

• Accepts inbound phone calls from patients, physician offices, and insurance carriers to collect self-pay balances and resolve concerns promptly within defined response times.
• Makes outbound phone calls to patients, physician offices, and insurance carriers as needed.
• Adheres to all applicable laws, regulations, and industry standards, including HIPAA guidelines.
• Verifies each patient's identity before disclosing information and updates account details (phone number, address, email).
• Maintains quality results by adhering to guidelines, call metrics, and time management standards.
• Follows provided scripts to facilitate consistent and expedient account resolution.
• Responds promptly to patient inquiries regarding billing procedures, policies, and statements.
• Utilizes multiple resources to resolve patient inquiries during calls.
• Documents all patient account activities concisely, including future steps needed for resolution.
• Under direct supervision, resolves routine questions and problems and escalates complex issues appropriately.
• Prepares written responses to patients regarding account resolution when necessary.
• Interacts effectively with administrative departments and hospital service areas to facilitate account resolution and explain insurance claim processing in clear, understandable terms.
• Actively engages in continuous learning, training programs, mentorship, and leadership development.
• Performs other duties as assigned.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed